What is Complaints Performance Feedback?

Stage One is called Frontline Resolution. At this stage we aim to resolve your complaint within five working days or sooner if possible. If it is not possible or your complaint is complex it will be escalated to Stage Two for investigation.

Stage Two is called the Investigation Stage. When using the Investigation Stage we will acknowledge receipt of your complaint within three working days and provide a full response as soon as possible but no longer than 20 working days. On occasion it may be necessary to extend the timescales after consultation and agreement with you.

Glasgow Museums - Riverside"I am deaf and I am unable to follow films unless they have subtitles" - All videos with an audio content now have subtitles.

Glasgow Events - Glasgow Loves Christmas Light Switch On Tickets"Approximately 250 complaints were received regarding ticket balloting" - Customer research was undertaken to gain opinion on the ballot process and the general consensus was to remain with the existing process.

Categories of Complaints

From complaints received in 2014/15, the following represents a sample of our top categories: